Here’s how we deliver a superior consumer experience.
Workforce management (WFM)
Workforce management is more than assigning the right employees with the right skills to the right job at the right time. Percepta knows adequate staffing of contact centers is critical and complex: under-staffing compromises the ability to provide superior customer service while over-staffing incurs unnecessary expense. But that’s just one aspect of WFM. There’s much more, and we address the issues without compromising performance.
Key WFM elements
- Forecasts volume of expected multi-channel contacts including phone, Web, and email.
- Optimizes CSR schedules based on multiple criteria such as availability, skill sets, and preferences.
- Tracks real-time statistics in client environments and comparing them with projections for quick corrective actions.
- Compares forecasts with reality and adjusting staffing to improve results.
WFM benefits
- Reduced customer wait times
- Reduced staff shrinkage and more equitable work distribution
- Increased staff capacity and improved resource utilization
- Improved management control and reporting
- Improved employee satisfaction and customer satisfaction
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